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Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know
by: Jeffrey Gitomer

List Price: $30.00

Amazon.com's Price: $19.80

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Used Price: $7.75
Collectible Price: $30.00
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Binding: Hardcover
Dewey Decimal Number: 658.812
EAN: 9781885167309
ISBN: 188516730X
Label: Bard Press
Manufacturer: Bard Press
Number Of Items: 1
Number Of Pages: 288
Publication Date: August 25, 1998
Publisher: Bard Press
Sales Rank: 8770
Studio: Bard Press

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Editorial Review:

Product Description:
Nationally syndicated columnist and sales trainer, Jeffrey Gitomer shows you how to convert satisfied customers into loyal customers.

Amazon.com:
To longtime sales and customer-service pro Jeffrey Gitomer, boasting about a near-perfect customer-satisfaction rating of 97.5 percent is a major mistake. 'That means 2.5 percent of your customers are mad and they're telling everyone. And 97.5 percent of your customers will shop anyplace the next time they go to market for your product or service.' Based on a philosophy that's been developed through his syndicated business columns and the more than 150 seminars that he gives each year to companies such as Radisson, Sony, NationsBank, and Time Warner Cable, the book outlines his formula for making customers so faithful they 'will fight before they switch--and they will proactively refer people to buy from you.' Regularly employing oversized type in screaming bold fonts to grab the reader's attention, Gitomer breathlessly recounts his start-to-finish approach to becoming 'memorable' to consumers along with illustrative tales of his own encounters with particularly egregious examples of poor service. All of this is bolstered by an ongoing sampling of his inspirational quips and a variety of self-evaluating quizzes designed to pinpoint individual strengths and weaknesses. Take a deep breath, read it straight through, and prepare to delight thy customer! --Howard Rothman

Customer Reviews

Average Rating: out of 5 stars

Rating:

- Easy read and to the point
The author has a good understanding of what customers want, what customers demand. It's an easy read with solutions to day to day challenges.

Rating:

- Are your customers satisfied, or loyal?
The difference between a satisfied customer and a loyal customer is; one MIGHT do business with you again and MIGHT refer others to you, the other WILL do business with you again and CAN'T WAIT to tell others about your business. Of course this is just one of the many differences between a satisfied and a loyal customer. There are many others. Loyal customers cost less, because they are worth more!

Sales guru Jeffrey Gitomer's book, CUSTOMER SATISFACTION IS WORTHLESS: CUSTOMER LOYALTY IS PRICELESS, details these and many other differences that are critical to your business. The beautiful thing about it is, mediocre, or even less than mediocre has become the norm, so when you make just minimal effort at building customer loyalty, your business will literally stick out like a sore thumb. It's so easy in today's business climate to be head and shoulders above your competition.

I've never ... Read More

Rating:

- Customer Satisfaction is Worthless Customer Loyalty is Priceless
I would highly recommend this book if you are looking to change your organization from Customer Satifaction to Customer Loyalty. This book is easy to read and helps you understand what Customer Loyalty really is. I would suggest it for any one wanting to better understand how to keep customers. I feel it is a must read for anyone that interacts with the public.

Rating:

- the best service
the book is a roadmap to better understand the importance of the customer loyalty and how get it.
It is simple and useful for real life. it is a must for service organizations

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